Client Services Specialist

Job Description

Client Service Specialist

The Client Service Specialist reports to the Client Service Manager and ensures our offices in Northern California, Southern California, and Nevada run efficiently, while building trusting relationships with clients. The Client Service Specialist is the first point of contact for our clients and works in person at the office answering phone calls, confirming scheduled appointments, resolving issues, updating client information, and dispatching technicians. The Client Service Specialist maximizes technician time and mileage when dispatching. As needed, the Client Service Specialist will update clients on any changes. The Client Service Specialist ensures customer satisfaction by following up with clients after their services have been performed.

Remote Work Available:

Supervisory Responsibilities

• None

Duties and Responsibilities

• Adheres to all standard telephone measurements set in place. Uses proper telephone etiquette.
• Answers email and phone inquiries by clarifying desired information; researches, locates, and provides information all while maintaining HIPAA.
• Answers phones, looks up results, enters orders and results in LIMS, answers clinic questions as capable and appropriate or refers questions to Laboratory Manager as needed.
• Ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments.
• Diagnoses, responds, and troubleshoots with high levels of customer service when responding to breakdowns, unforeseen changes to “en route” deliveries, driver call offs, customer delays, etc.
• Assists with day to day operations in a timely manner.
• Understands individual client needs and builds rapport with all client contacts.
• Communicates with clients by way of phone calls, email, or site visits frequently.
• Fielding and assisting with client requests with utmost urgency and accuracy.
• Acts as a liaison between our contingent employees and client companies.
• Assists with employee needs and inquiries in a timely manner.
• Handles contingent employee concerns, complaints, and/or needs and facilitates a resolution.
• Assists with onboarding of new facilities and clients.
• Performs blood draws at sites as needed
• Schedules regular maintenance on all vehicles.
• Establishes efficient routes and transportation schedules.
• Monitors Drivers to ensure adherence to schedules and proper driving practices.
• Monitors employee check outs and daily emails to ensure that the technicians are following the best practices when it comes to work related tasks, client satisfaction, and handling any issues that may arise.
• May assist with training, coaching, and the development of coworkers and students.
• Performs other duties as assigned.
• Must take all assigned Human Resources trainings and classes.
• Responsible for attending all department and staff meetings.

Education and Experience

• High School Diploma or GED.
• 1 year experience in a Phlebotomy or Medical Assistant role, required.
• Certified Phlebotomy Technician I license, required.

Knowledge, Skills and Abilities Required

• Record maintenance skills.
• Ability to provide excellent customer service.
• Ability to communicate effectively, both verbally and written.
• Ability to independently tackle tasks.
• Ability to quickly address and resolve issues.
• Ability to maintain calendars and schedule appointments.
• Ability to understand and follow specific instructions and procedures.
• Ability to prepare and print routine correspondence, labels, and/or other basic written material.
• Word processing and/or data entry skills.
• Skill in the use of operating basic office equipment.

Physical Requirements

• Work is normally performed in a typical interior/office work environment.
• Work may require prolong periods of driving and sitting in a vehicle.
• Prolonged periods of sitting and a desk and working on a computer.
• Prolonged periods of standing at a copy machine.
• Must be able to lift up to 25 pounds.